Vikash Soundararajan

• Vodafone Idea Limited, Bangalore / Hyderabad
• Implemented cost-reduction strategies, improving profitability while maintaining service quality standards.
• Analyzed market trends to inform product development and marketing strategies, ensuring competitive positioning.
• Established KPIs for performance measurement, driving accountability and continuous improvement within departments.
• Collaborated with stakeholders to align business objectives with corporate strategy, facilitating effective decision-making processes.
• Directed change management initiatives, effectively navigating organizational transformations while minimizing disruption.
• Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
• Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
• Developed strategic initiatives to optimize market share and revenue growth across multiple segments.

· Service upgrade, repeat business, cost reduction, manpower retention and employee training, health, safety & welfare.

· Coordinating with the Centralized BO team (EBO) for process setup, corrections and process implementation to improve closure TATs for complaints & requests.

· Handling mobility and IoT project management for TN and AP&T enterprise business customers.

· Team Size – 15 (Offshore).

· Digitization drive to all customer segments to improve experience.

· Managing a customer base of medium sized accounts up to 250 Cr annual turnover in regions of TN, TS and AP circles with a monthly turnover of 4 Cr.

· Service upgrade, repeat business, cost reduction, manpower retention and employee training, health, safety & welfare.

· Coordinating with the Centralized BO team (EBO) for process setup, corrections and process implementation to improve closure TATs for complaints & requests.

· Handling mobility and IoT project management for TN and AP&T enterprise business customers.

· Team Size – 15 (Offshore).

· Digitization drive to all customer segments to improve experience.

· Managing a customer base of medium sized accounts up to 250 Cr annual turnover in regions of TN, TS and AP circles with a monthly turnover of 4 Cr.

· Service upgrade, repeat business, cost reduction, manpower retention and employee training, health, safety & welfare.

· Meeting the targets on new mobility business requirements for all circles Pan India from TN.

· Coordinating with the Centralized BO team (EBO) for process setup, corrections and process implementation to improve closure TATs for complaints & requests.

· Handling mobility and IoT project management and national fulfilment for TN enterprise business.

· Team Size - 13 (6 Onshore & 7 Offshore).

· Ensuring high revenue churn management for the circle; planning field service rollouts for Global Enterprise segment to ensure RNPS ranking.

· Successfully brought in incremental revenue of 2Cr through upselling from the existing customer base.

· Achieved KPIs on churn at 106% in FY’17, 103% in FY’18, 103% in FY’19 and 106% in FY’20 in a highly challenging market.

· Consistently achieved Back-office parameters @ 102% for the circle with the support of the Back Office teams.

· Pivotal in improving scores on self help via adoption of digitalization modes for customers by 59% in 2 quarters.

· Built a high performance & winning team wherein team members won rewards & recognition throughout the year.

· Under my leadership, TN circle became the runner up for the best performing customer service team in FY19 and FY20.

· Ensuring high revenue churn management, involved in planning the Field service for SME service and to ensure No.1 NPS ranking.

· Merit of being ranked No. 1 in the NPS rankings in SME segment in TN consecutively for two years.

· Successfully improved the scores by 40% within 2 quarters & consistently achieved targets for 8 months.

· Managed channel partner for service deliverables, upselling, cost reduction, budgeting and churn management.

· Consistently delivered above 95% performance in the BACKOFFICE Operations for a period of 14 months.

· Handled field service requirements for the SME & Government segment customers in TN.

· Achieved the 110% targets on new connection requirements for all circles Pan India from TN.

· Coordinated with the Centralized BO team (EBO) for process set-up, corrections and process implementation to improve TATs for complaints & requests.

· Won the best circle – Customer Service Operations SME award.

· Acquiring around 12k new connections and 8k plan migrations in a single calendar year Pan India for TN VBS.

· Accountable for managing Projects on national fulfilment for TN circle.

· Involved in concept design to delivery of the product acting as the bridge between client and solutions team.

· Successfully completed 21 national projects with a customer satisfaction score of 4.6/5.

· Handled a Tele-calling Desk of 15 Executives to manage customer retentions, VAS up-selling & complaint management.

· Bagged the “Best Project Management Circle Award” in 2012.

· Won the “Best Projects Manager Award” in 2011 and was runner up in 2012 and 2013.

· Recipient of “Best Circle Award” for 3G sales in the area of Partner Management.

· Involved in Churn Management and Retention of high revenue customers.

· Strived towards achieving upselling above Rs. 50,000 per month.

· Involved in the on-field customer retention and service improvement plans.

· Accountable for process innovations to minimize operational costs and automation of processes.

· Successfully managed service-related issues of all top IT and ITES companies situated nationally.

· Instrumental in up-selling Value Added and Data Products.

· Retained customer base and the incumbent revenue.

· Resolved complaints from customers without any time delay and reduced complaints per subscriber.

· Attained retentions from existing customer base of 98k post-paid connections with an annual billing of 22 Cr.

• Planned product branding, capacity planning, sales & marketing and logistics of office automation products.
• Created contract manufacturing opportunities for tooling and plastic injection moulding.
• Managed customer support for Eureka Forbes Ltd for the Delhi, Gujarat, Jaipur and West Bengal markets.
• Consistently achieved 2 Lakhs revenue generation per month.
• Instrumental in collecting more than 95% of billed value of the products handled.
• Trained 11 channel partners.
• Chennai